Each time you contact someone, you learn a little more about what they do, their hobbies, interests and other personal information. You should be making note of everything that is important to that customer. You should be keeping your power page up-to-date at all times. These are the crucial notes that give you the information you need to make a touch point with this person. Remember that any excuse will do when contacting a client. Some people call this the inner ring of importance.

Dr. Daoust is the Chief Knowledge Officer of Blueprint Books and has worked with companies such as Accenture, Avaya, Cisco Systems, Peet's Coffee & Tea and many others. She has authored over 170 books, articles, and other publications.